The Philips helpdesk is clearly overstating the dificulting of understanding various manufacturers' hex encodings and translating them to Pronto Hex.

It isn't trivial, but it also isn't all that hard. Unexplained manufacturers' hex in all sorts of strange forms has been posted here and I can't remember a case in which we couldn't quickly figure out what it meant and how to convert to Pronto Hex.

The problems are in whether the discrete command you want exists at all and whether they'll tell it to you in any form. So the phrase about "get the commandset" is the only thing I'd agree with in the above.